Vice President of Operations

About Utah’s Hogle Zoo (UHZ)

Mission: Create champions for wildlife by making connections between people and animals to inspire action.

Vision: A world where people and wildlife thrive together.

UHZ stretches over 42 acres of natural hillside terrain that was generously donated by the Hogle family in 1931. We are a founding member of the Association of Zoos and Aquariums and have been accredited since 1979.

UHZ is committed to make a positive difference for animals, people and Utah. We believe in the wellbeing of wildlife and believe that their environment is the responsibility of all. We encourage bold thinking and courageous actions to protect wildlife and hope for a better tomorrow.

We value our guests and appreciate that every guest’s visit and their care for all animals is important to achieving the Zoo’s mission. We collaborate with diverse partners and engage our community in our mission and work. We believe everyone plays a role in protecting wildlife and wild places.

At UHZ we encourage and support Zoo team members and value effective communication, courtesy, professionalism, and respect (CPR). At our core we value collaborative teamwork as ONE ZOO. This is done by lending a helping hand to one another in a dedicated team environment.

Summary of Role:

Reporting to the CEO, the VP of Operations is a member of the executive team at Utah’s Hogle Zoo and provides organizational leadership and management of the day-to-day operations of the Zoo. The VP of Operations is responsible for near-term and long-term planning aimed at driving guest visitation and satisfaction, execution of a consistently high-quality guest experience, and growing earned revenue to support the operations of the Zoo.

This role oversees:

Facilities: Maintenance, construction, housekeeping, major projects, life support, grounds and horticulture, and;

Guest Services: The overall guest experience including: admissions, membership, rides (train and carousel), security/EMS and IT. Through our Concessionaire: food, catering, group events and retail sales.

Specific Responsibilities:

• Alongside the CEO and executive team, develops organizational plans and goals that align with the Zoo’s vision, mission, and strategic plan.
• Leads by example to motivate a high-performance management team and fosters a ‘One Zoo’, safe, and success-oriented culture.
• Mentors team members, and builds staff skills to ensure the best opportunity for professional growth and ability to achieve their goals.
• Promotes honest, direct, and thorough communication among departments to create a spirit of unity among team members.
• Advances the mission of the zoo by providing excellent guest service and continually evolving the guest experience.
• Implements the Zoo’s operational strategy, ensuring cross-departmental collaboration.
• Implements and leads efficient and successful guest programs and experiences to achieve key performance objectives.
• Oversees infrastructure maintenance and capital projects planning to ensure the Zoo remains a premier destination.
• Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.
• In collaboration with the executive team, supports the human resource strategy, specifically in the areas of talent acquisition and retention, change management, performance management, training and development, and succession planning.
• Guides and drives operational forecasting, planning, and implementation activities.
• Initiates pre/post analytics of new products or revenue driving projects.
• Drives a hospitality culture, leading innovative programs and services that elevate guest satisfaction and engagement.
• Serves as the executive liaison to the SSA Group, fostering collaboration and alignment in guest-facing concessions, retail, and dining operations to enhance overall visitor experience.
• Works closely with the Chief Mission Officer to optimize animal wellbeing, conservation and sustainability in campus planning and operations.
• Executes daily and special event operations to exceed guest expectations and achieve financial goals.
• Oversees development and implementation of all operations-related policies, practices, standards, and safety and security measures to ensure a safe and efficient working environment.
• Ensures organizational policies and procedures are uniformly understood and followed.
• Ensures the Zoo remains compliant with all relevant local, state and federal laws and standards as they apply to areas of responsibility.
• All other duties as required of this position and assigned by the CEO.

Experience and Skills Requirements:

• At least five years of experience in a senior management role overseeing operations in a zoo, and/or an attractions-based venue.
• Proven ability to envision, plan and execute large complex projects.
• Proven ability to progressively increase revenue and revenue opportunities in guest services and experiences.
• Proven ability to lead and motivate others across different departments with varying but connected goals.
• Proven ability to work collaboratively at the department head level and create synergistic relationships across different work teams.
• Proven dedication to, and ability to lead efforts that maintain and evolve excellent guest services and experiences.
• Effective communication and interpersonal skills.
• Must have the ability to positively influence a ‘One Zoo’ culture, emphasizing collaboration and respect for one another.
• Uncompromising commitment to quality and safety of the product and guest experience.
• Strong long-term strategic planning and ability to analyze relevant trends.
• Capacity to anticipate changes and trends and adapt accordingly .
• Demonstrated proactive approach to prevent operational challenges and to navigate and strategically solve problems when unanticipated issues arise.
• Strong fiscal management and budgeting abilities.
• Strong project management experience including capital projects.

Experience Preferred:

• Experience working in an AZA accredited organization.

Educational/Certification Requirements:

• Bachelor’s degree in hospitality, business administration, management or a related field.

Educational/Certification Preferred:

• Project management certifications.

Computer Program/Resource Requirements:

• MS Suite 365

Computer Program/Resource Preferred:

• Limble
• Powerplan (Budgeting)
• Workplace (Finance Portal)

Physical/Driving Requirements:

• Must have a valid driver’s license.
• Must be able to lift up-to 50lbs.

Travel Requirements:

• Some travel to conferences - less than 5%.

Language Requirements:

• Fluent English proficiency both written and spoken.
• Spanish speaking is a plus.

Benefits:

• Medical, Dental, Vision, Life, and other supplemental insurance.
• The Zoo is a part of the Utah Retirement System (URS) and contributes on the employees behalf.
• Employees may opt to make additional contributions to a 401K plan within URS.
• Relocation allowance for qualifying employees.
• Vacation days: Generous paid vacation days.
• Sick days: New employees annually accrue 10 days of sick time.
• Nine paid holidays in the year.
• Employee Assistance Program for employees and their families paid for by the Zoo.
• Employee long-term disability insurance paid for by the Zoo.
• Various employee reimbursements and contributions including wellness activities and professional development.
• Every employee receives a free Zoo Employee Membership that allows admission to the employee and up to 5 guests. It also provides free carousel and train rides, as well as free admittance to ZooLights and BooLights.
• Generous discounts on concessions and gift shops items.
• Tickets at Work membership, which provides discounts and offers on theme parks, shows, sporting events, and travel.
• Awesome coworkers who care about animals and each other!

Disclaimer:

UHZ is ‘employment at will’. This means the employee or employer may terminate the relationship at any time without reason or cause.

UHZ is an Equal Opportunity Employer and therefore does not discriminate based on race, color, religion, sex, national origin, ancestry, citizenship status, age, marital status, physical or mental handicap, military service, or unfavorable military discharge.

Utah’s Hogle Zoo is a drug-free workplace. All employees are subject to random drug testing.

All Employees must provide a negative TB test prior to hire date and maintain TB testing through course of employment.